Delivery-Return
At ACE, we know waiting for your new tennis gear can be tough! That's why we strive to ensure fast shipping and transparent delivery service.
Order Processing Time
Please allow 1 business day for us to carefully prepare and pack your order before it is handed over to the courier. This ensures all items are checked for quality and correctly packaged. The delivery timeline (3-5 days or 48 hours) starts from the moment you receive the shipping confirmation email.
Delivery Times
We offer several options tailored to your needs:
1. Standard Delivery
Timeline: 3 to 5 business days.
Description: Once your order is dispatched, your package is handled by Colissimo (La Poste). You will receive a tracking link to follow its progress right to your door. This is our default choice, offering an excellent balance of cost and speed.
2. Express Delivery
Timeline: 48 hours (2 business days).
Description: Need your outfit for your next match? Choose the Chronopost 48h option at checkout. Ideal for urgent needs, this option guarantees the quickest possible receipt.
Please note: Orders placed after 2 PM are processed on the next business day.
Our Carriers and Tracking
To ensure high-quality service, we work with trusted partners. Your Standard Delivery is managed by Colissimo (La Poste), and Express Delivery is handled by Chronopost.
Every shipment is equipped with a tracking number that is sent to you via email as soon as the package leaves our warehouse. Please note that it may take up to 4 hours for the tracking link to become active and update in the carrier's system after you receive the initial email.
International Shipping
We deliver throughout Europe! We use optimized shipping routes to ensure efficiency for our international customers.
Shipping costs and timelines for deliveries outside mainland France are calculated in real-time and displayed directly when you finalize your shopping cart. These fees vary based on the order's weight and the destination country.
Important Note for Non-EU Destinations: For deliveries outside the European Union, please be aware that customs duties, local taxes, or import fees may be applied by the destination country's customs office. These potential charges are the responsibility of the customer and are not included in the shipping cost paid to us.
What to do in case of delay or unreceived package?
If your package exceeds the announced timeline:
Check Tracking: First, consult the tracking link we sent you. Sometimes, the courier needs additional information, or an unexpected delay is reported.
Contact Us: If your package status hasn't changed for 48 hours, please contact our Customer Service. Send us your order number, and we will immediately open an investigation with the carrier to locate and expedite your package.
Our 30-Day Guarantee
We accept returns within 30 calendar days from the date you received your order.
Eligibility Conditions:
Original Condition: All items must be unworn, unwashed, and undamaged. We cannot accept returns for items that show visible signs of use, scent, or wear.
Tags Attached: All original tags, labels, and packaging must be intact and attached to the item.
Final Sale Items: Please note that clearance or final sale items are typically not eligible for return or exchange (this will be clearly indicated on the product page).
How to Initiate a Return
Initiating a return is quick and easy through our online system:
Log In: Log into your customer account on our website and navigate to the "Order History" section.
Select Order: Locate the order containing the item(s) you wish to return or exchange.
Request Return: Follow the prompts to select the specific items and choose your preference:
Exchange: Swap for a different size or color.
Refund: Request a full refund to your original payment method.
Print Label: Upon submission, you will receive a printable, prepaid return shipping label via email.
Return Shipping and Fees
Our goal is to make exchanges as simple as possible, and we aim to minimize costs associated with refunds.
Free Exchanges: If you are returning an item for an exchange (for a different size or color of the same product), the return shipping is free of charge.
Refund Deductions: If you are requesting a refund, a flat processing fee of $5 (or currency equivalent) will be deducted from your total refund amount to cover return label usage and restocking.
Refund and Exchange Processing
We strive for rapid processing once your package arrives back at our facility.
Inspection Time: Once received, items undergo a quality inspection which typically takes 1 to 2 business days.
Refund Timeline: After inspection is approved, the refund is processed within 5 to 7 business days. Please allow an additional 3 to 10 days for the funds to reflect in your bank or credit card account, as this timeframe is dependent on your financial institution.
Exchange Timeline: For exchanges, the new item will be shipped out within 3 business days of the original item's inspection approval. You will receive a new tracking number via email.